Damaged item received — support refused replacement due to rigid policy
This was unfortunately a very disappointing experience. The HydroJug was ordered as a Christmas gift and was not opened until after Christmas . Upon opening and preparing to wash it for first use, I noticed large dents and scratches that were clearly present before use.
When I contacted customer support, I was told they could not replace the damaged item because the original stickers had been removed, even though they were taken off only for cleaning before the damage was noticed. Support explained that without photos showing the stickers still attached, they would not file a claim — regardless of the item being unused or the timing of the gift.
There was no flexibility or exception offered, even after explaining that this was a Christmas gift and the damage was discovered immediately upon opening. The experience felt very policy-driven rather than customer-focused.
This experience has turned me off from purchasing from them again.





